Head of Customer Experience & Revenue Growth

Confidential; Yucatán; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

Confidential, a growing SaaS company, is seeking an experienced Director of Customer Experience to lead and scale its customer-facing operations, including technical support, service delivery, and customer success. The role focuses on achieving service-level excellence, proactive engagement, and protecting recurring revenue.

The ideal candidate will be hands-on, results-oriented, and capable of bringing structure, accountability, visibility, and execution discipline to a fast-moving, technically

Qualifications

• 5+ years of leadership experience in customer operations or related environments.
• Proven experience scaling customer-facing teams in SaaS or complex environments with strong knowledge of SLAs, KPIs, and service management.
• Demonstrated ability to improve operational efficiency through analytics, reporting, workforce management, and tech optimization.
• Excellent written and verbal communication in English and Spanish.

Responsibilities

• Lead day-to-day customer operations across technical support and service delivery.
• Standardize execution across multichannel support (email, voice, chat) and drive operational discipline.
• Develop reporting frameworks and dashboards for visibility into performance and trends.
• Protect and grow revenue through improved service delivery and stronger customer relationships.
• Reduce churn and erosion from poor experiences or unresolved issues.
• Establish and enforce policies, accountability, and performance expectations.
• Optimize workforce management, processes, technology, and incident response.
• Enhance the end-to-end journey with onboarding, self-service, and AI-driven automation.
• Develop high-performing teams and collaborate across departments to scale the business.

Skills

Leadership

Operations management

Customer success

Analytics

Communication

Incident management

Job description

Confidential, a growing SaaS company, is seeking an experienced Director of Customer Experience to lead and scale its customer-facing operations, including technical support, service delivery, and customer success. The role focuses on achieving service-level excellence, proactive engagement, and protecting recurring revenue.

The ideal candidate will be hands-on, results-oriented, and capable of bringing structure, accountability, visibility, and execution discipline to a fast-moving, technically